What is First Call Resolution? Find out here.
We live in a data-driven world where numbers don’t lie. That’s why a lot of people in the customer service industry have started asking: What is First Call Resolution?
Put simply, First Call Resolution (FCR) is the number of cases resolved in a single call, relative to the number of total cases resolved.
The following formula can also help you answer the question: What is First Call Resolution?
First Call Resolution = (number of cases resolved in a single phone call) / (total number of cases resolved)
FCR is often called the golden metric of the customer service industry because it strongly reflects both efficiency and effectiveness. It provides service teams with deep insights into their true performance.
To improve your FCR, you should break the metric down into segments to pinpoint areas of weakness. You should start by looking at each rep’s individual FCR to find out who is struggling to keep up with the rest of the pack. Then, you should compare how your team’s FCR varies by product area to discover which types of cases your reps are having trouble resolving. Spending the time to thoroughly analyze your FCR will pay dividends for your entire organization, not just your service team.
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